Enhancing the Client Experience
Provide every client with a consistently excellent experience. Develop a relationship and focus on the long-term success of the client. It’ll build your reputation, create client loyalty and stimulate referrals, and enable long term relationships with clients. Here are a number of ways to stand out:
- Conduct and provide salary surveys
- Client entertainment -spend some social time with the client
- Invite clients on networking days and industry events
- Personalised gifts – research the client and send something meaningful
- Provide interview space and space for clients to train in
- Offer to sit in interviews
- Send handwritten cards -birthday/Christmas/anniversaries of working together
- Share market information
- Share relevant thought leadership blogs
- Seek consistent and systematic feedback
- Never compromise on the quality of candidates
- Maintain the same account manager
- Say no when you can’t help
- No bull – keep it honest at all times
- Research the employer branding – what do they stand for?
- Conduct video interviews of applicants and send to clients
- Spend a day in the clients’ offices to understand the business and culture
- Conduct a competitor Analysis – what are the clients’ competitors doing differently in terms of recruitment or employer branding
- Provide psychometric tests when presenting candidates
- Carry out role profiling to help client really understand what they are looking for
- Donate to client charity
- Donate a % of the fee goes to chosen charity
- Invite client to your company charity days
- Provide stats on the recruitment process
- Send out relevant third party promotional material
- Design and deliver value adding workshops
- Say thank you for their business
- Offer to conduct an employee engagement survey
- Train the clients in interviews
- Invite client to the company party
- Quarterly service review
- Buy something from the company to experience being the client’s client
- Coach client to understand client expectations
- Assist with brief writing
- Facilitate an assessment day for the client
- Set expectations about the process with the client
- Drop in post placement
- Provide the client with candidate’s feedback on the selection process
- Handwritten card to thank them for the business
- Deliver some relevant, value adding training for successful candidates
Enhancing the Candidate Experience
Provide every candidate with a consistently excellent experience. Develop a relationship and focus on the long-term success of the candidate or contractor. It’ll build your reputation, candidate loyalty and referrals, building your candidate pool. Here are a number of ways to stand out:
- Invest in preparing the candidate for the interview
- Send handwritten cards -birthday/Christmas/anniversaries of starting the new job
- Send seasonal gifts
- Invite to networking and industry events
- Provide them with market knowledge and salary benchmarking to help them understand salary ranges
- Invite to company socials to maintain the relationship
- Hold candidate or contractor events
- Provide advice and feedback on CV and their profile – Linked In/Twitter/Facebook
- First day at work – send them a little gift (cupcake)
- Take successful placements out to celebrate
- Take unsuccessful candidates out to talk next steps
- Meet after start date to check in – provide feedback to client
- Help with logistics and provide assistance with interview challenges
- Provide LinkedIn testimonials and recommendations
- Agree a responsiveness protocol
- Regular check in with all candidates – work out the appropriate frequency
- Provide payroll support to contractors
- Personal onboarding to support the client onboarding
- Be genuinely interested
- Keep candidates informed even if no news
- Provide career advice and coaching no just job advice – you’re looking for a long term relationship
- Take an interest in personal situation
- Provide discounts on training courses which would benefit them
- Refer to other recruiters and other companies if they are a better solution
- Share relevant industry news and blogs
- Give them membership of employee benefits schemes such as perk box
- Meet the candidate – invest in face time, including during the interview process
- Conduct appropriate research
- Check references as if you were the client
- Develop a robust briefing process and run through their understanding of brief
- Invite to the office to build the relationship
- Review and feedback on presentations if they have to do them
- Set clear expectations at beginning and provide good and honest feedback through out
- Follow up post placement and hold annual reviews with them
- Ask them for referrals and leads and reward them
- Coach for style and content of interviews.
- Send out regular bulletins to candidates
- Negotiate better packages on their behalf where justified
- Call them back in a timely and responsive matter
- Be honest about wanting successful candidates to become clients
- After 12 months, once you’ve established that the candidate is a success, drop a note to the client about how pleased you are
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